Rockauto Customer Service Issues

I received a strut from my recent purchase that was missing the retaining wire, causing the piston not to extend properly. It seemed defective or not properly charged. I had to remove my strut and needed to fix my vehicle quickly for work the next day, so I visited my local Napa store for a replacement. The part number for the strut is [redacted], and I also don't require the strut bellows, part number 63618p x 2.

On August 21, [redacted], I placed an order for a wheel bearing hub and harness. I received the hub and bearing, but I did not receive the harness that was part of the order #[redacted]93. I would like to request just the harness to complete the assembly. Additionally, on August 27, [redacted], I ordered an O2 sensor for a [redacted] Pontiac Torrent GXP. The sensor I received had a male connector instead of the needed female connector. I returned it requesting the correct one, but I have not received any replacement items yet. I am still waiting for the harness for the wheel bearing assembly and the O2 sensor with a female connector. Thank you.

I'm in need of a hood and both fenders for a [redacted] Saturn Ion 3 Coupe. I noticed you are currently out of stock and am curious when these items might become available. I also require both headlights and other assorted parts listed on your website. I'd like to make a comprehensive order from one supplier since I've had trouble finding everything I need elsewhere. It appears the [redacted] coupe model parts are particularly challenging to find. Thank you for your assistance.

Order [redacted]04: I received a part that doesn't match the description provided. I've spent 2 hours attempting to navigate your company's return system without success. The rotor specifications listed were inaccurate as the one received was a different size and doesn't fit my vehicle's caliper bracket. I need the correct rotors sent to me promptly and the incorrect ones picked up. The lack of customer service to address this issue is disappointing. Please rectify this situation today, as I need the correct part to be able to deliver on Monday. Thank you, Jim Bertoldi

I mistakenly received a different product than what I ordered from RockAuto. They sent me a Brute Power fuel pump instead of the Bosch fuel pump and a strainer in place of the Brute Power strainer. This mix-up led to being charged twice on my debit card. I am trying to return the items I don't need and get a refund. It's frustrating that RockAuto lacks direct customer service contact options, making it difficult to resolve these issues promptly. Despite attempting different numbers, I haven't received a response yet. I took the initiative to purchase a return label and send the incorrect pump back, now waiting for my refund.

I recently purchased sensors for my Volvo from Rock Auto. They were installed but after a few days, the check engine light reappeared. It turned out one sensor was faulty, so I replaced both sensors to fix the issue. The repair shop used different boxes to pack the new sensors. I'm unsure if I can return the sensors without the original packaging. It's likely you will need to seek reimbursement from the manufacturer. One of the sensors is now unusable. Can you please provide guidance on how to proceed? Thank you.

I have detailed the solution previously. I require a return slip without being charged for postage due to RockAuto's error. I mistakenly received two of part #[redacted]88. Given it was not my error, the postage cost should not fall on me. To resolve this, kindly credit the amount back to my Visa card. For a prompt return process, I can be reached at [redacted] or [redacted]. The return address is [redacted] E. Broad Street - Unit [redacted], Columbus, OH [redacted]. I had difficulty obtaining the return slip online, receiving only a human code: [redacted]. I await your prompt assistance to return the extra item efficiently. I placed the order on Tuesday, Oct 15. Appreciate your cooperation. Regards, B. C. Martin.

I placed an order for 4 packs of Dorman Shock Absorber Bushings with Part Number [redacted] on October 3, [redacted]. Unfortunately, I only received 2 packs in the initial shipment. After requesting the missing items, your company shipped out 2 replacements on October 9, [redacted]. However, upon receiving the second package, I found there was only 1 pack included instead of the expected 2. The packing list also confirmed that only 1 was shipped when it should have been 2. I attempted to resolve this issue through your website but have not received a response. As a loyal customer, I am surprised by this lack of prompt communication. I have paid for 4 packages but have only received 3. I require the missing item to complete the repairs on my vehicle. Thank you. - W. Wilson

Two of the items I ordered were delivered to a different address. They arrived in 10 days instead of the advertised 5-7 days. I returned the items on 10-17-[redacted] and on 10-21-[redacted], I received all items back at my correct address. I had to send the items back because the car the parts were for was unavailable initially and then it was totaled in a wreck. I sent the items back so I could be refunded the money I paid with my bank card. Thank you for your time.

Hello, I have been purchasing parts for my 90 Cadi Seville 4.5L from Rock Auto for years. However, I find it frustrating that even after selecting the "remember me" option, I have to search for parts every time I visit the site. The availability of parts seems inconsistent, at times showing various brands like radiators but sometimes only one or two options. Occasionally, OE GM or AC Delco parts don't appear, but then they do. I recently spent a lot of time finding an AC Delco Radiator for my Cadi, but today I can't locate it for purchase. The system seems unreliable as it sometimes remembers my preferences and other times it doesn't. This experience has been time-consuming and frustrating. I hope Rock Auto can improve the system for a smoother shopping experience as I am considering not returning due to these issues. Please assist in locating the OE AC Delco radiator for my car to avoid further inconvenience.

Hello, my name is Albert Nickl Jr. I have noticed that my order number [redacted]98 is showing the wrong address on the DHL tracking. The correct address should be: Albert Nickl Jr, 53-[redacted] Old Halaula Mill Road, Kapaau HI, [redacted]. This discrepancy has happened before, causing delays. Please update the address to ensure that my water pump is delivered correctly. I look forward to getting back on the road and enjoying the beautiful Hawaiian weather. Thank you for your attention to this matter. Mahalo, Albert Nickl Jr. Contact: [redacted] Email: [redacted]

I bought a chrome grille for my [redacted] Dakota on September 24th. The first one I received had bad chrome upon installation. I requested a warranty replacement on October 2. The replacement had a cracked right outer mounting tab, but I installed it hoping it would be fine. However, it didn't hold up and popped loose after two days. I tried to request a second replacement, but the return site won't allow me. The order numbers are [redacted]63 and [redacted]57 for the warranty part that was also defective. Please reply to my email at [redacted] Thank you.

I received a new grille for my [redacted] Dakota, but the chrome was defective. I ordered a warranty replacement (order #[redacted]57) and received it with a crack in the mounting tab. I installed it, but it broke after two days. I've been trying to reorder another warranty grille, but the website won't let me. I've tried to resolve this for weeks. You can reach me at [redacted] or 1-[redacted]. Thank you for your help.

I have a unique situation where I need to discuss a Ford Motor Co warranty regarding an alternator I bought from Rockauto. The remanufactured alternator I purchased has failed, and since Rockauto did not provide a new version at the time of purchase, I acquired a new alternator on October 29, [redacted]. I wish to return the failed part under warranty since I bought a new one. I do not require another remanufactured item. I need clarification on the warranty for this failed part. My name is M. L., and I can be reached at [redacted]. I would appreciate a call to address my concerns. Thank you, and I look forward to hearing from you.

I am having trouble generating a shipping return label for a complete order under warranty. I paid for the order, including shipping, and was anticipating a free return shipping label as per the agreement to split shipping costs. Unfortunately, the label was not included in the packages I received. Consequently, I now need to create two shipping labels when one should have been adequate, mirroring how the components I purchased were delivered. My order number is [redacted]40.

I am frustrated with the repetitive sales tax exemption process on each order. Despite filling out the form multiple times, I'm still asked to provide the same information each time. The SAVE feature doesn't seem to be functioning correctly. Additionally, the system keeps populating my personal name instead of our company name, Speartech Fuel Injection, Inc., as it used to. John

Today, I opened a new account and made an order without providing my truck's information. I realized that I needed to input the truck details, but when I checked my order, I saw that a different part was selected for my truck. I tried to cancel the initial order with Part# [redacted] from "DORMAN," which was priced at $18.09, because it was not the right part. I now need the correct part, which is the "RAYBESTOS" Part# BC97417, at $13.14 before shipping and taxes. The total cost with shipping, handling, and taxes is $24.07. Apologies for the oversight in not including my truck details earlier. I appreciate the system guiding me to the correct part once the truck information was added, but I still made an error in selecting the wrong size initially. Thank you for your assistance. - Mr. AD, New Member.

Hello, I'm seeking advice from any RockAuto mechanics regarding my [redacted] Dodge Ram Van [redacted] with 6 cylinders. I've maintained it well, driving [redacted] miles a year. However, after my new mechanic replaced the plugs and wires, the van occasionally shuts off when idling or shifting to "Drive." This has happened once on a highway, making it very concerning. My experienced mechanic is unsure about the issue, and sourcing electrical parts for this 20-year-old van has been challenging. I value this old van’s reliability and am willing to invest in a solution. Can someone please offer guidance on addressing and fixing this intermittent shut-off problem? Thank you, KD Armstrong

I am frustrated because the item I received does not match the description. I have already prepared the return shipment and now I want to order the correct part. However, I just found out that I won't receive credit until the return is processed, creating a delay. I initially requested store credit, assuming I could use it to order the right item promptly. Now, I realize I might not be able to use the credit. How can I update my preference to receive a refund instead?

My son ordered pistons for a Honda Prelude from you. However, upon receiving them, they were the wrong size despite being assured they were correct. He returned them for a refund, but received the same incorrect pistons back. Now, you are refusing to cover the return shipping costs, which is frustrating as it was your mistake. If we don't hear from you soon, I will have to dispute the charge with my credit card company. Please provide a prepaid shipping label so we can return the pistons and get a refund.